Английский язык для гостеприимства. Модуль 2: Гостиничный бизнес (English for Hospitality. Module 2: The Hotel Business)

АНГЛИЙСКИЙ ЯЗЫК ДЛЯ ГОСТЕПРИИМСТВА

МОДУЛЬ 2: ГОСТИНИЧНЫЙ БИЗНЕС 

ENGLISH FOR HOSPITALITY

 MODULE 2: THE HOTEL BUSINESS

А. Б. Фадеева

Учебное пособие

Издательский дом «Дело»

Москва| 2021

Выражается благодарность John Anthony Shaw за ценные идеи и помощь в редактировании пособия,  
а также преподавателям Е.Б. Корнеевой, Ю.С. Башаровой, О.Р. Байбуровой и  студентам И.С. Болдышевой,  
Д.Д. Бузило, А.Д. Галкиной, Н.А. Гаркушиной, А.А. Канке, А.Д. Кошлаковой-Крестовской, Н.Д. Кузнецовой, 
П.К. Курносовой, Г.И. Курмаеву, Ю.Г. Мархасевой, А.И. Миназетдиновой, А.В. Морозовой,  М.Ю. Морозовой, 
У.Д. Мясищевой, А.С. Нурлыхановой, А.С. Павленко, С.А. Ржанниковой, С.В. Сивачевой, М.С. Сидоркиной, 
А.О. Созиновой, А.А. Тихомировой, М.В. Толкачевой, К.А. Шаруиф, Д.Д. Шмитковой. Особая благодарность 
выражается Гончаровой С. С. за дизайн и вёрстку данного учебного пособия.

Фадеева, А. Б. 
Ф15    Английский язык для гостеприимства. Модуль 2: Гостиничный бизнес (English for Hospitality. 
Module 2: The Hotel Business) : учебное пособие / А. Б. Фадеева. — Москва : Издательский дом «Дело» 
РАНХиГС, 2021. —  166 с. — ISBN 978-5-85006-357-3

Учебное пособие разработано для студентов, обучающихся по программам многопрофильного бакалавриата «Гостеприимство» на факультете гостеприимства ИОМ РАНХиГС. Пособие предназначено 
для освоения специализированного английского языка для отелей в рамках направления «Управление 
гостиничным бизнесом» и является вторым модулем дисциплины «Английский язык для индустрии 
гостеприимства». Пособие содержит тесты профессиональной направленности, тематически сгруппированный вокабуляр, а также специально разработанные упражнения для усвоения частотной лексики, необходимой для работы в гостиничной отрасли. Интерактивные упражнения отрабатывают лексические и коммуникативные навыки, необходимые для успешной профессиональной деятельности  
в гостиничном бизнесе. Коммуникативный метод, положенный в основу пособия, позволяет комплексно развивать все языковые навыки (говорение, восприятие на слух, чтение, письмо) в реалистичных 
ситуациях в контексте гостиничной индустрии. Каждая глава включает практический проект на языке  
и способствует как развитию коммуникативных навыков, так и soft skills, таких как работа в команде  
и аналитическое мышление. 

Пособие будет полезно как студентам, так и широкому кругу читателей, интересующихся данной 

сферой, и рассчитано на среднее и продвинутое владение английским языком в диапазоне уровней  
B2–C1 по общеевропейской классификации CEFR.

Публикуется в авторской редакции.

УДК 640.41
ББК 65.432

ISBN 978-5-85006-357-3

© ФГБОУ ВО «Российская академия народного хозяйства и государственной службы при Президенте 
Российской Федерации», 2021

УДК 640.41
ББК 65.432
         Ф15

Table of Contents

UNIT1Types 

of Hotels

Pages 8 - 14

• Types of hotels 
  by price and by
  function (upscale, resort, 
   extended stay…)
• General hotel
  vocabulary (amenities,
   occupancy…)
• Positive vocabulary
   to describe hotels
  (stunning, landmark…)

• Reading: Boutique
  Hotels. How this Palma
  Boutique is taking 
  on the competition

•  Choose a type 
   of hotel to set up 
   and hold 
   a decision-making
   meeting

UNIT2
Meetings

Pages 15 - 21

• Meetings (agenda, 
   ice-breakers, chairperson
   etc.)
• Professional language
  used in meetings
   (let’s get down to business,
   I’d like your input on this…)

•  Video: A meeting 
   that went wrong.
  Common mistakes
  in meetings

•  Hold a meeting:
   understand stages 
   and roles in a meeting 

• Use business language
   in meetings 

UNIT3
Hotel 
Ownership

Pages 22 - 31

•  Franchising (franchisor, 
   fee…)
• Types of Hotel
  ownership (Management
   contracts, referral
   associations…) 
• Advantages 
  and disadvantages
  of individual and chain
  hotels (uniformity,
   differentiation….)

• Reading: 
  Management contracts
  and referral
  associations 
• Reading: 
   Why Independent
  Hotels have a strong
  advantage over chain
  properties
• Reading: 
  Hotel news

•  Analyze different types
   of hotel ownership,
   their pros and cons

Vocabulary
Unit
Reading/Listening
Building Skills/Task

4Trends 
in the Hotel 
Business

Pages 32 - 49

• Trends in Hotels
   (keyless entry, smart
   controls…)
• New Hotel design 
  (micro-hotels, mixed-use
   hotels..)
• Language to describe
  trends (Up-and-coming,
   emerging..)
• Sustainable lodging 
   (sustainability, low-flow
   taps, energy-efficient..)
• Hotel Business
  language (local regulations,
   portfolio, acquisition) 

• Reading: Trends 
  in Hotels. Technology,
  smart rooms, new
   travel preferences
• Reading: Trends 
  in Hotel Design  
• Reading: Using trends
  to stay ahead 
  of the competition 
• Video: Sustainable
  lodging at the Kimpton
  Hotel 
• Reading: 
  Green Hotel practices 
• Reading: 

• Hold a Hotel Trade Fair.
  Exchange information
  about trends and pitch
   your products 

• Presentation: 
  How to make your
  Hotel appealing 
   to Millennials

UNIT

  is FOMO big factor
  driving hoteliers 
  into homesharing? 
• Reading: 
  Millennials 
  as customers – 
  10 things you should
  know.

UNIT5Hotel 

Organization

Pages 50 - 68

• Hotel Mission 
  and Vision
  statements (enhance
    lives, objectives,
   approaches…)
• Collocations to express
  objectives (engaging
   experiences, delight
  guests..)
• Hotel Organization
  Structure 
  (Front Desk Agent,
   Executive  Housekeeper…) 
• Hotel Job
  Responsibilities
  (maximize occupancy,
  avoid overbooking,
  staff appraisals..) 
• Organization Charts
  (chain of command,
   hierarchy, board 
   of directors, HR…)  
• Action verbs to talk
  about responsibilities 
  (handle complaints,
   enhance service…)

• Reading: Mission 
   and vision statements
  of Hotels 
• Reading: LOTTE,
  Lifetime Value
  creator. Adding value
  to everyone’s lives 
• Reading: interviews
  with Hotel employees
• Video: A Day in the life
  of a Concierge 

• Write a vision 
  and mission statement
   for a hotel 
• Role-play: Take part 
   in an interview “A Day
  in the life of….”

6Hotel 
Facilities

Pages 69 - 89

• Hotel facilities 
  and amenities (on-site
   restaurant, conference
   facilities, kitchenette,
   toiletries…)
• Language for giving
  instructions (adjust,
   turn clockwise, enter 
   a code…)
• Types of Hotel Rooms
  (single, triple, en-suite,
   adjoining…)
• Common collocations
   to talk about facilities
  (adjacent room, honeymoon
   suite, convertible bed…)
• The language 
  of Hotel Reviews

• Reading: Top tips
  for writing a good
  review
• Song (prepositions) 

• Give instructions 
   to guests on using
   facilities

•  Write clear instructions
 
•  Write a hotel review 

UNIT

UNIT7Managing 

Guest 
Reviews

Pages 90 - 97

• Language to express
  dissatisfaction 
  about a Hotel (limited
   menu, not cleaned
   properly…) 
• Positive writing 
  (we were delighted that,
   thank you for taking 
   the time…)
• Language for dealing 
  with problems
  (apologize for any
   disappointment…., 
   let me kindly explain…) 
• Language for rescuing
  service (we’ll keep
   in consideration your
  opinion about…, we will be
   ready to exceed your
   expectations..)  
• Using linkers in writing
  (due to, as regards, 
   in particular..)

• Reading: Positive 
  and negative guest
  reviews

• Write a professional
  reply to a guest review 

• Deliver a presentation:
  The Dos and Don’ts 
  of replying to a review  

• Hold a discussion
  about Reputation
  Management at a Hotel  

UNIT8
Managing 
reservations

Pages 98 - 120

• Hotel Reservations
  vocabulary (peak season, 
   modify bookings, room
  inventory, guest cycle..) 
• Types of guests 
  (Walk-in, no-show..)
• Managing group
  bookings (group block,
  cut-off date, wash-down,
   rooming list…)
• Types of reservations
    (guaranteed reservation,
   advance deposit..) 
• Problems with reser- 
  vations (system mix-ups, 
   overbooking….)
• Reservations Agent
  responsibilities (over- 
   see service, gather data…)
• Hotel meal plans

   (American plan, Half   board. . .) 
• Types of rooms (suite, 
   twin..) 
• Hotel room rates 
  (rack rate, corporate rate, 
   quotation…) 
• Replying to phone
  enquiries (our suites start
   at, that comes to, all rooms
   feature a…) 
• Taking a room
  reservation (I’ll just check 
   availability, the double
   room rate is…) 
• Reading: Interview 
  with a Reservations
  Manager 
• Video: Working 
  in the Reservations

  Department 
• Reading: Enquiring
  about Hotel rates 
• Reading: Dialogue 
  -Dealing with a phone 
  enquiry
• Write an enquiry 
   and a reply 
  to an enquiry 
• Handle enquiries over
  the phone 
• Take a room
  reservation  
• Role-play: Changing 
  or cancelling 
   a reservation 
• Internet search:
  Listing your property
  on Booking.com

 (spotlessly clean, spacious,
   filthy..) 
• Hotel Facilities – British
  and American English 
  words (elevator, tap,
  ground floor…) 
• Prepositions (check
   into your room, walk
   down the hall..)

UNIT9Front Office 

Operations

Pages 121 - 139

• General Front Office
  responsibilities
   (respond to questions,
   handle calls…)
• Front Desk Agent
  duties (issue room keys,
   accommodate requests…)  
• Skills for Hospitality
  (keep commitments, 
   present figures..)
• Talking 
  about improvement 
  (enhance, push on in..)  
• Language 
  of telephoning (transfer 
   a call, dial, hang up..)
• Answering incoming
  calls (let me just check, 
   we are fully booked, 
   can I take a message…) 
• Registration (confirm
   details, check reservation
   record, ETA..)
• Room status
  terminology (Stayover,
   lock-out..)
• Handling Complaints
  (glad to be of assistance…) 

• Reading: Positive 
  and negative guest
  reviews

• Write a professional
  reply to a guest review 

• Deliver a presentation:
  The Dos and Don’ts 
  of replying to a review  

• Hold a discussion
  about Reputation
  Management at a Hotel  

Glossary  

Pages 140 - 151

Communication 
Activities

Pages 152 - 164

A preface by John Shaw
English Teacher, Teacher-Trainer 
and Manager in Moscow

Dear reaDer,

The following is a shorT descripTion of The meThodologies and frameworks used in The making of This fabulous esp 

TexTbook ‘The hoTel business’ wriTTen by arina borisova fadeeva. This succincT pre-face will assisT you by giving you

The ThoughT process behind The book, so ThaT you can beTTer use iT or adapT iT for your specific needs.

a communicaTive approach
above all, This book encapsulaTes The philosophy ThaT language is besT learned communicaTively and is reTained when 

sTudenTs sTarT pracTicing iT acTively. despiTe The book having a considerable focus on chunks of high-frequency language, 

iT is designed in such a way To maximise The amounT of speaking acTiviTies and communicaTive Tasks, in which The sTudenTs 

are expecTed To converse wiTh a parTner or in groups. This includes lead-ins, which give The sTudenTs an opporTuniTy 

To share Their prior knowledge; opporTuniTies for pair-checking; ouTpuT Tasks following inpuT and a Task aT The end 

of each uniT. 

a lexical approach
This book specifically focuses on high-frequency chunks of language from The hoTel indusTry. This involved monThs 

of researching relevanT auThenTic maTerial and building up a corpus of The mosT commonly-used phrases of The currenT 

Time. These chunks are inTroduced and pracTiced ThroughouT in all The relevanT uniTs and in many cases There are loTs 

of examples of saying The same Thing in differenT ways. This is inTenTional as professionals have Their own sTyles 

and cerTain expressions will sTick or be more memorable To Them. furThermore, The sTudenTs will come inTo The course 

wiTh Their own vocabulary bank and This book is To supplemenT iT raTher Than replace iT. whaT This book does do Though, 

is beTTer Train Them in The appropriaTeness of language when iT comes To formaliTy and helps Them avoid TauTology, 

which is essenTial in This cusTomer relaTed sphere.

Task-based learning
The book uses Task-based learning as The primary way of acTivaTing The new language The sTudenTs have been inTroduced 

To, while giving Them an opporTuniTy To pracTice a real-life simulaTion of skills which They will be expecTed To execuTe 

in Their poTenTial fuTure profession. Task-based learning is parTicularly useful, because iT allows The sTudenTs To focus 

on The communicaTive resulT of The Task, raTher Than being impeded by The fear of making a language misTake. even Though 

The sTudenTs should be given preparaTion Time before The Task To make noTes on any new language They wanT To use, 

They should be encouraged To achieve The communicaTive goal. The Teacher’s role is primarily To moniTor, supporT 

and give delayed feedback. here The Teacher can assess how successfully The sTudenTs compleTed The Task and praise 

The sTudenTs by showing good examples of language used. The Teacher also sensiTively eliciTs misTakes from The sTudenTs, 

encouraging self-correcTion or suggesTs addiTional alTernaTives. The beauTy of Task-based learning is ThaT you can seT 

a similar scenario in fuTure lessons To see if The sTudenTs have been able To improve.

recycling
specific language has been inTroduced in differenT uniTs, buT many phrases can be used in a varieTy of conTexTs 

and is Therefore repeaTed ThroughouT The book. This book inTenTionally recycles high-frequency phrases and involves
 a considerable number of inTeracTive revision acTiviTies To beTTer help The sTudenTs reTain This language.

The glossary
aT The end of The book There is a glossary of less common words ThaT has been compiled by arina’s sTudenTs. 
They ThoughT ThaT iT would be parTicularly useful To fuTure sTudenTs. This is a humble reminder ThaT sTudenTs are 

jusT as imporTanT as The Teacher in The educaTional process and is a real-life example of sTudenT auTonomy, a value 

ThaT should go hand in hand wiTh The use of This well-wriTTen TexTbook.

UNIT1Types of Hotels

Lead-in
1A.

        • Have you ever stayed at a hotel similar to the ones in the photos? 
        • Can you name the types of hotels in the photos?  
        • Rank the hotels from your most desirable type (5) to the least desirable (1) for you. 
          Explain your choice to a partner.

1B. Hotels can be classified according to different criteria, for example, location. What other criteria 
         for hotel classification can you think of?

1C. Below is a chart, representing hotels by price segment. Order the types of hotels from the least 
         to the most expensive. Then match the examples of hotels to the types.

1D. Below are listed the most popular types of hotels. See if you can match them to the pictures in 1A

         Casino Hotels                      Business Hotels                      Resort Hotels                       Airport Hotels 
         Conference and Convention centres            Timeshare / Vacation Rentals              Bed and Breakfast                    
         Boutique hotels                    Suite Hotels                    Extended Stay Hotels                    Micro-hotels 

     Serviced Apartments

Upscale

Economy

Midprice

All-Suites

Luxury

Holiday Inn

Hyatt

Ritz-Carlton

Marriott Suites

Motel 6

Most expensive

Least expensive

 

8

1E.
Hotel Quiz

Find out how much you already know about the types of hotels 

Choose the most appropriate answer A-D. There is only ONE correct answer for each question.

1.  Casino hotels are legal in: 

A. Russia
B.  the land of former Indian 
     tribes in the US
C.  California 
D.  All of Europe  

2.  Hotels which host large formal meetings, 
     including political meetings are called:

A. Meetings centers 
B. Executive hotels 
C. Convention centers
D. Conference rooms 

3.  These hotels feature guestrooms 
     with separate bedrooms and living rooms

A. Boutique Hotels 
B. Yotels 
C. Suite hotels 
D. Airport Hotels 

4. Resort hotels are different from other
    types of hotels because they provide: 

A. Kitchen amenities
B. Conference rooms
C. A health spa
D. Recreational activities 

5. Which of these hotels have the owner
    living on premises?

A. Commercial hotels 
B. Bed and breakfast hotels 
C. Casino hotels 
D. Boutique hotels 

6. The guests are owners at this type of hotels

A. Timeshare condominium
B. Bed and breakfast 
C. Commercial Hotel 
D. Suite hotel 
 

 
2Reading

2 A.

•    Group A – your texts are on this page, Group B – your texts are on page 10, 
     Group C – your texts are on page 11
•    Read the texts and decide what Hotels from from 1D the texts are about 
•    Read again and fill in gaps with the words from the boxes
•    In your group, draw a mind map of your hotels. The ideas for mind-mapping are on page 154

Group A

districts          complimentary            cater            amenities            downtown

1.  These hotels mainly _________to business travelers and usually located in ____________ or business
     ___________. Although they primarily serve business travelers, many tour groups, individual tourists
     and small conference groups find these hotels attractive. Guest ___________ at these hotels may include 
     ____________ newspapers, morning coffee, free local telephone calls. These hotels offer a range 
     of services such as secretarial services, the latest in-room technology, 24-hour room service, 
     valet service, car rental, ticket and airline office among others. 

9

facilities        connecting          extended        courtesy      layovers              target          charges         

2.  These type of hotels typically ________ business clientele, airline passengers with overnight travel
     ___________ or cancelled flights and airline staff. Some hotels provide free transport between the hotel  
     and airport . Some hotels also charge the guest by the hour instead of normal daily night__________. 
     These hotels tend to have high occupancy because of the large number of travelers arriving and departing
     from different airports at different times. Guests with early of late flights usually stay over at the hotel,
     whereas other guests can just spend a few hours waiting for ___________ flights. Because many guests 
     may still feel like they are in a different time zone, these hotels often have ____________ room service 
     and restaurant hours, some of them even working around the clock. 

     These hotels are becoming more and more popular with business people, because they offer convenient
     locations, economical prices and convenient transportation options. Almost all hotels of this type offer
      ________van transportation to and from the airport. These hotels have also added meeting _________
     and working spaces for business people. 

     

  executives         amenities             facilities

3.  This kind of hotels is the latest trend and the fastest growing segments in the hotel industry. Such hotels 
     have a living room and a separate bedroom. Professionals such as accountants, lawyers, business people 
     and ____________find these hotels particularly attractive as they can work and also entertain in an area
     besides the bedroom.

4.  These hotels are somewhat similar to the hotels above, but usually offer kitchen _________ in the room.
     This kind of hotels is for longstayers who want to stay more than a week and do not want to spend 
     on hotel__________. 

2B. VOCABULARY  Match the words that appeared in your texts with their definitions 

A short stay in a place that you make while you are on a longer 
journey to somewhere else.

A place, building or equipment used for a particular purpose 
or activity

Someone in a high position in business, who makes important 
decisions, top manager

The amount of money that you have to pay for an activity 
or service

Given for free

To satisfy a need or to provide what is wanted or needed by 
a particular person or group

One of the areas into which a city is divided

In the most central part of the city

Something intended to make life more pleasant 
and comfortable for guests/people

Long or longer than usual

A flight on which passengers need to leave one plane and board 
a different one to reach their destination
11
K

10
J

9

8

7

6

5

4

3

2

1
District (n.)

Complimentary (adj.)

Cater to

Amenity (n.)

Downtown (adj.)

Connecting flight (n.)

Extended (adj.)

Layover (n.)

Charge (n.)

Executive (n.)

Facility (n.)

I

H

G

F

E

D

C

B

A

10